Travel Telephony Support (GERMAN)

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Job Summary:

GDS Supply Chain Services is an established service offering that is setup in collaboration with EY's Supply Chain Services organization which is seeking to utilize the location footprint and skills/capabilities available from our Global Delivery Services (GDS).
The GDS provides enabling services to EY member firms, Service Lines, business support functions and Area/Global entities. These services are provided via the Client Service - Assurance, Advisory, Knowledge, Tax and TAS, and Enablement Services - Supply Chain Services, IT Services, Finance & Accounting Services, Risk Management Services, People Shared Services, Markets Enablement Services, Brand, Marketing and communications.

Supply Chain Services was established as a globalized function in 2010. Its purpose it to drive efficiencies in the way EY member firms select and manage their vendor relationships. This is achieved through a number of channels including creating Supply Chain Services processes which are repeatable, can be leveraged, are transparent as well as are aligned to business strategies and goals.

The role of the Travel Telephony Support, Supply Chain Services, GDS ES will be to act as a first level of point of contact to EY employees for Travel related queries. This individual will follow a defined delivery process and toolsets that ensure a consistent level of service. The individual will have frequent interaction with Travelers, EAs, and internal stakeholders across the globe.

Essential Functions of the Job:
The primary role and responsibility of this position will be to work in a team environment and deliver support to people in EY including, but not limited to:
• Answer inbound calls from EY travellers.
• Identify the needs of the travellers, research every issues, answer queries, resolve issues, and provide solutions within defined scope of services.
• Follow the call handling procedures and processes.
• Adhere to standard communication from greeting, paraphrasing, issue/query identification and appropriate resolution/answers to queries.
• Multi-tasking between calls, chat & email communication
• Ability to familiarise yourself with EY built technologies, policies, and procedures specific to individual Regions/Countries.
• Maintain great telephony etiquettes
• Maintain excellent Traveller satisfaction levels by appropriate engagement.
• Meet personal targets and work towards meeting team targets.
• Maintain records of the conversations with the Travelers.
• Miscellaneous jobs such as looking up information on internal sites, Data entry, and Reporting.
• Update request and work trackers.
• Suggest process improvement ideas, alternatives, industry experience inputs.
• Route out of scope queries to respective Travel Management Companies.
• Highlight unresolvable/unanswerable queries/requests to supervisor.
• Report traveller complaints and feedback.
• Boost traveller confidence by providing appropriate experience.
• Travellers who booked Hotel direct or through Local Office to be chased to switch the booking through EY's Travel Management Companies.
• Manage assigned mailbox and handle queries wherever scope of support is available
• Research online to see if the agreed rates between EY and Hotels are competitive in the market
• Audit air ticket fares provided by Travel Management Companies to see how competitive with external or airlines website rates.
• Chase employees to update their individual profile on Travel request tool.
• Adding eligible US employees to Frequent Flier program and removing those who do not qualify
• Send communication to New Hires with useful links and CHS pages pertaining to Travel.
• Airline status match requests from travellers are handled appropriately by either guiding them to self-service or liaising with Airline companies.
• Manually update ISOS tool with traveller's itineraries which are missing
• Manually enter events and budget information on to Cvent where data is missing for any events
• Miscellaneous jobs such as looking up information on internal sites, Data entry, and Reporting
• Update request and process trackers maintained in MS Excel
• Handle projects as a project member, focusing on initiatives and process improvement
• Work with internal stakeholders from across the globe on different assigned projects

Knowledge and Skills Requirements:
• Excellent spoken and written German & English communication skills
• Superior customer service abilities and track records
• Self-starter who takes initiative and can work with minimal supervision
• Ability to gain the confidence and cooperation of customers
• Excellent interpersonal skills
• Works well in a team environment
• Ability to work effectively in a virtual team
• Good knowledge in Travel industry in an international environment
• Ability and willingness to work in a multicultural and diverse environment and flex style as appropriate (sensitivity to cultural differences)
• The role requires someone who can manage a number of concurrent activities, with strong multi-tasking, prioritization, organizational and time management skills.
• Good experience and knowledge in online Travel websites for different countries
• Excellent knowledge in Travel industry in an international environment
• Ample experience in usage of Microsoft Office applications (Mostly MS Excel and MS Outlook)
• Works well in a team environment
• Ability to work effectively in a virtual team
• Superior customer service abilities and track records

Job Requirements:
Education:
• Any graduate or above, preferably from Travel related discipline

Experience:
• 2-4 years of experience working in an international call centre handling calls
• Must have good experience on Customer Relationship Management tools and data capturing
• Experience in Travel Industry is an added advantage
• Experience working in a team environment interacting with multi-national customers
• Must have good experience on Customer Relationship Management tools and data capturing
• Must have good experience in using MS Excel and MS Outlook

Certification Requirements:
• IATA or Travel industry related certification will be an added advantage

Other Requirements:
• This role is based out of Manila, Philippines
• Willingness to work on German Time zone - GMT+1

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